Job Summary:

This role will be crucial in ensuring the smooth and efficient operation of our IT infrastructure and services by effectively liaising with our various third-party IT service providers. The IT Coordinator will act as the primary point of contact for these providers, managing communication, coordinating service delivery, tracking performance, and ensuring alignment with our internal IT needs and business goals. This is an excellent opportunity for a detail-oriented individual with strong communication and vendor management skills to play a vital role in our IT operations

This position requires a proactive and detail-oriented individual who can handle multiple tasks and projects simultaneously while maintaining a high level of professionalism and confidentiality.

This is an individual contributor role & will be responsible to oversee duties across all our offices i.e. United Arab Emirates, Kingdom of Saudi Arabia & Egypt.

 

Responsibilities:

Liaison and Coordination with IT Service Provider:

• Act as the primary point of contact for IT-related issues that require escalation or involvement of the external IT service provider.
• Clearly communicate user needs and technical requirements to the IT service provider.
• Coordinate the scheduling and execution of on-site visits, maintenance windows, and project implementations with the IT service provider.
• Monitor the service provider's performance against agreed-upon SLAs and report any deviations.
• Participate in regular service review meetings with the IT service provider to discuss performance, identify areas for improvement, and plan for future needs.
• Assist in the onboarding and offboarding processes involving the IT service provider.

Internal IT Support & First-Level Troubleshooting:

• Provide first-line technical support to end-users for common hardware, software, network, and telecommunications issues.
• Diagnose and resolve basic technical problems, utilizing internal knowledge bases and resources.
• Log all support requests and resolutions accurately in the designated system.
• Escalate complex issues that cannot be resolved internally to the IT service provider, providing detailed information for efficient resolution.
• Follow up with end-users to ensure their issues have been resolved satisfactorily by the IT service provider.

IT Infrastructure & Asset Management (Oversight):

• Maintain an accurate inventory of IT assets, including hardware, software licenses, and related documentation.
• Work with the IT service provider to ensure proper maintenance, patching, and updates are performed on IT infrastructure.
• Assist in the procurement process for new IT equipment and software, coordinating with the IT service provider as needed.
• Monitor the overall health and performance of IT systems and report any potential issues or concerns to the IT Manager and the service provider.
• Ensure that IT equipment and infrastructure are organized and maintained appropriately.

Project Coordination & Implementation (with Service Provider):

• Assist in the planning and coordination of IT-related projects, working closely with the IT service provider on timelines, resource allocation, and deliverables.
• Participate in project meetings and provide internal perspectives and requirements.
• Facilitate communication between internal teams and the IT service provider during project implementation.
• Assist with user acceptance testing and post-implementation support.

Administrative & Communication Tasks:

• Maintain relevant IT documentation, including internal procedures and contact information for the IT service provider.
• Communicate IT-related updates, outages, and planned maintenance to end-users in a clear and timely manner (often in coordination with the service provider's communication).
• Assist with IT budgeting and invoice reconciliation related to the IT service provider's services.
• Schedule and coordinate internal IT-related meetings and training sessions.

Security & Compliance (Collaboration with Service Provider):

• Adhere to company IT security policies and procedures.
• Report any suspected security incidents or breaches to the IT Manager and the IT service provider.
• Collaborate with the IT service provider to ensure security measures are implemented and maintained effectively.
• Assist in user awareness training related to IT security best practices.

Vendor Management: Manage relationships with IT vendors and service providers. Negotiate contracts and ensure service levels are met.

Other Responsibilities:

• Stay up to date with relevant technology trends and best practices.
• Provide feedback on the performance and effectiveness of the IT service provider.
• Perform other duties as assigned by the IT Manager or supervisor.

Qualifications:Bachelor’s degree in information technology, Computer Science, or a related field (or equivalent work experience).   Minimum of 10+ years of experience in an IT support or coordination role, preferably in an environment utilizing external IT service providers.Strong understanding of basic IT principles, including hardware, software, operating systems, and networking fundamentals.Proven experience in providing first-level technical support and troubleshooting common IT issues.Experience working with external vendors or service providers is highly desirable.Excellent communication (written and verbal) and interpersonal skills, with the ability to effectively communicate technical information to non-technical users and external partners.Strong organizational and time-management skills with the ability to prioritize tasks effectively.Customer-oriented with a proactive and helpful attitude.Ability to work independently and as part of a team.Attention to detail and accuracy.Skills:Technical Skills (Basic Understanding): Hardware and software troubleshooting, operating systems (Windows, macOS), networking basics, IT asset management.Soft Skills: Communication (written and verbal), problem-solving (first-level), organization, time management, customer service, teamwork, attention to detail, vendor management/coordination.